3CX CallerID User Guide

1.Introduction #

3CX Caller ID allows your call center to perform calls on behalf of franchises. On calling a specific franchise customer, your outbound Caller ID will reflect the phone number of the respective franchise. The application updates the agent’s extension with the outbound caller ID with the franchise’s phone number so that the caller ID of the agent matches with that of the local franchise.

3CX Caller ID has the following features:

• The application log-in is privilege based. As a manager, you can view all the web pages while the agents can only view the ‘Caller IDs’ screen that allows them to select the desired franchise.

• When you need to call back a customer, you can ensure that the caller ID displayed to the customer is same as that of the correct franchise.

• Once the call is done, you can revert the caller ID back to the default number.

2.Prerequisites #

Before installing 3CX Caller ID, you need to ensure that your computer meets the minimum requirements mentioned below:

1. 3CX Version 15.5

2. Windows 10 and above / Windows Server 2012 and above

3. Microsoft SQL Server 2008 Express and above

4. Internet Information Server (IIS) 7.0 and above

5. .Net 4.6 or above

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

3.Installation #


Download software

You can order ‘3CX CallerID’ on-line at http://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.

 


Install Prerequisites

There are a number of prerequisites that must be installed prior to installing ‘3CX CallerID’. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server


Install 3CX CallerID

This User Guide contains step-by-step instructions to successfully install ‘3CX CallerID’.  Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXCallerIDInstaller.exe


Register your License Key

You must register your license key to activate ‘3CX CallerID’. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

4.Step By Step Installation Procedure #

The following section guides you through a detailed walk-through of the installation process.

Step 1:  Download 3CX CallerID

You can check for the software download link included in your order confirmation email. As an alternative, you can also find the link from your order history on our website.

Step 2:  Extract the installer from the downloaded .zip file

The file you downloaded in the above step is a compressed .zip file.

1. Position the mouse on the zip file and right-click.

2. From the popup menu, select Extract All to extract the software

Step 3: Start the installation process

1. From the extracted folder, find the file 3CXCallerIDInstaller.exe

2. Double-click the file to start the VoIPTools Setup Wizard.

3. Click Next to continue.


Figure 1: Setup Wizard

Step 4: Download the VoIPTools 3CX Relay (if required)

3CX permits one 3rd party application to communicate with the 3CX server at a time.  To overcome this limitation, VoIPTools created the 3CX Relay Service.  The Relay is a lightweight application that is installed directly on the 3CX server.  The Relay exposes the 3CX Call Control API (and other VoIPTools services) to all our applications, and manages requests and events between VoIPTools products and 3CX.  The Relay also makes it possible to install our VoIPTools products on a remote server (including over the internet).

1. If you have not previously installed the Relay on your 3CX Server, you can download the Relay installer by clicking on the Download Relay button. The Relay must be installed directly on the 3CX server.

2. If you are installing 3CX CallerID directly on the 3CX server, you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions.

If you have already installed the Relay, you need not install it again unless a newer version is required.

Step 5: Test Relay Settings

1. In the 3CX Server Platform drop down, select Windows or Linux based on the type of platform in which you want to use the application.

2. In the Relay Services Host field, enter “localhost” if installing 3CX CallerID on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server.

3. In the Relay Services Port field, enter the value as 8700


The default port number is 8700.

4. Click Test Relay Settings to confirm 3CX CallerID can communicate with the Relay services running on the 3CX server.


Figure 2: Test VoIPTools 3CX Relay settings

5. If the 3CX Caller ID is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK.


Figure 3: Success message box

6. Click Next to continue the installation.

Step 6: Configure the database
If this is your first install then, select a valid SQL server and if you are reinstalling then select the existing database.

1. When prompted for the database connection information, click Configure.


Figure 4: Configure Database

2. In the Connection Properties dialog box, enter the SQL server name. If using the free SQL Express edition, the default SQL Instance name is <your-server-name>\SQLExpress.

  • If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
  • If SQL Server is installed on a server other than the server where 3CX CallerID is installed, you will need to configure SQL Server to allow remote connections


Figure 5: Connection Properties

3. Enter the login credentials.

a. If using Windows integrated security, select Use Windows Authentication. The VoIPTools installer will create a local windows user name as “VoIPToys” and will give sufficient rights to this user to create / update the SQL database.


Figure 6: Windows Authentication

b. If SQL Server authentication is desired, select Use SQL Server Authentication. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down.


Figure 7: SQL Server Authentication

The first time you install 3CX CallerID, DO NOT enter a database name. Choose Select or enter a database name and leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX CallerID from a previous version, select the existing database from the list.

4. Click Test Connection button to confirm you can connect to SQL

5. Click OK to save the SQL Connection information

6. Click Next to create the required SQL database objects.


Figure 8: Configure Database

Step 7: Installation Complete

1. The server installation status screen will display the installation progress.


Figure 9: Installation in Progress

2. When the software installation is complete, click Close


Figure 10: Installation Complete

5.Web Portal #

To access the ‘3CX CallerID’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX CallerID’ Web).

When connecting to the web portal, you will be asked to provide login credentials.

1. In the Extension field, enter your 3CX extension number.

2. In the PIN field, enter your 3CX Voicemail PIN.

3. Click Login button to login to your account.


Figure 11: 3CX CallerID Web Portal Login

• User Privileges

1. As a ‘Manager’, you can see all the screens.


Figure 12: Manager Login View

2. As an ‘Agent’, you can see only the ‘Caller ID’ screen that allows you to select the desired franchise.


Figure 13: Agent Login View

5.1.License Screen #

To register, click the icon that appears on the desktop once the installation is successfully done. Once you have logged into the 3CX Caller ID web portal, the system displays ‘License’ screen.

Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date.

1. In the License tab, and in the License Key field, enter the valid license key.

2. Enter appropriate details in all the other fields of the page.

3. Click Register


Figure 14: Register Software

The license key permits you to install this software on one computer. This is not free software.

5.2.Caller IDs Screen #


Figure 15: Caller IDs screen

5.2.1. Update Outbound Caller ID for Logged-in User’s Extension

1. Log-in to ‘3CX Caller ID’ web portal as an agent.

2. In the Caller IDs screen and from the Numbers drop down, select the franchise whose extension you want to apply to your outbound caller ID.

3. Once applied, the system displays the successfully updated message


Figure 16: Caller ID updated successfully

5.2.2. Revert Back To Agent Default Caller ID

Reverting a CallerID for an agent will revert it back to the ‘Agent Caller ID’ (specified in the Agents tab). If the agent is not assigned any Caller ID, then the application takes ‘Default CallerID’ (specified in the Settings tab) of the extension group to which the agent belongs to.

1. In the Caller IDs screen, beside Numbers drop down, click Revert button.

2. Once revert process is successful, the system displays the successfully reverted message.

Every agent must have a default Caller ID (Agents tab) else Caller ID will not be reverted.


Figure 17: Agent default Caller ID reverted

5.2.3. Manually Update Outbound Caller ID for Logged-in User’s Extension

1. In the Manual Number field, enter the desired number manually with which you want to update the ‘Outbound Caller ID’ for the logged-in user in the 3CX Console Management’

2. Beside Manual Number field, click Update button to update the login extension with new manual CallerID.

You cannot revert manual number.

5.3.Numbers Screen #

The Numbersscreen maintains all the franchise names and their respective Numbers.


Figure 18: : Numbers screen – displaying Franchise Names and their CallerID Numbers

5.3.1. Add a Franchise

1. In the Numbersscreen, click Add button in the column header. New row appears allowing you to enter data.

2. In the Name field, enter the name of the new franchise.

3. In the Number field, enter the ‘Caller ID Number’ for the new franchise.

4. At the footer of the screen, click Cancel button to cancel or click Save button to save the new franchise.

5.3.2. Delete Existing Franchise

1. In the Numbers screen, click Delete button beside the franchise that you want to delete.

2. Confirmation message box appears. Click OK.

5.4.Agents Screen #

The Agents screen maintains agent extensions and their respective default Caller IDs.


Figure 19: Agents screen – displaying Agent Name, Extension and Caller ID

5.4.1. Edit Caller ID

1. In the Agents screen and in the Caller ID column, click the ‘Caller ID’ field of the respective agent. The system enables you to enter the latest ID.

2. In the footer of the Agents screen, click Cancel button to cancel or click Save button to save the new Caller ID.

5.5.Settings Screen #

Hover over the mouse on Settings tab to display the drop down menu with the following menu options:

1. Caller Settings

2. Site Settings


Figure 20: Settings – Select Agent/ Manager Extension Group

5.5.1. Caller Settings

The Caller Settings screen enables you to:

1. Select desired extension group for identifying the users as agents or managers.

2. Configure ‘Default CallerID’ for the selected extension group.

Reverting a Caller ID (from the Caller IDs screen) for a specific extension group, will revert to its respective ‘Default CallerID’ (as configured in the Caller Settings screen).

Customers can work with same agents in multiple groups without any need of removing agents from existing groups and adding to required groups.


Figure 21: Settings Menu: Caller Settings

1. Hover over the mouse on Settings tab and from the drop down menu, select Caller Settings


Figure 22: Select Caller Settings

2. In the Caller Settings screen, from the Extension Group Name: drop down, select the desired extension group.

3. In the Default CallerID field, enter default CallerID value.

4. Click Save.

5. Information message box appears. Click OK.

5.5.2. Site Settings

Site Settings enable you to customize branding settings for the application that include the following:

1. Customize the gradient color of ‘Application Header’

2. Customize grid color in screens that display grid data

3. Customize logo on the ‘Application Header’

4. Customize ‘Header Title Prefix’ on the ‘Application Header’


Figure 23: Settings Menu: Site Settings

Custom Brand Settings

1. Hover over the mouse on Settings tab and from the drop down menu, select Site Settings


Figure 24: Select Site Settings

2. In the Custom Branding Settings form, perform the following Brand Setting Customizations:

a. Customize Application Title Header – Gradient Color

i. Beside Header Gradient Color and from the Top Color palette, select the desired color that you want to display as the top color for the ‘Application Title Header’.


Figure 25: Header Gradient Color

ii. From the Bottom Color palette, select the desired color that you want to display at the bottom of the ‘Application Title Header’ in gradient to the selected Top Color.

b. Customize Grid Color

i. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data.


Figure 26: Grid Color Palette

ii. The final display after applying ‘Grid Color’ branding settings:


Figure 27: Display of Customized Grid Color

c. Customize Logo

i. If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that the logo is added to the Custom Logo drop down list.

ii. From the Custom Logo drop down list, select the logo that you have just uploaded.


Figure 28: Custom Logo

d. Customize ‘Header Title Prefix’ Text

i. In the Header Title field, enter the text that you want the application to display as ‘prefix’ for the existing title in application header.


Figure 29: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 30: Display of Customized Brand Settings

6.Support #

If you need support, would like to request an enhancement to ‘3CX CallerID’, or are interested in discussing a custom solution, you can contact as at the following:

Address:   2306 Shimmering Bay Lane, Cincinnati, OH 45244-2760

Hours:       Monday – Friday (8:00 A.M. – 6:00 P.M. Central Standard Time)

Phone:      USA: +1 801-642-4655

Skype:       VoIPToys

Email:        info@VoIPTools.com

Web:          http://www.VoIPTools.com

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